J.D. Power and Associates Reports: Vehicle Owners Ask for Smartphone Integration and Better Voice Controls, as Satisfaction with

     J.D. Power and Associates Reports: Vehicle Owners Ask for Smartphone
Integration and Better Voice Controls, as Satisfaction with Factory-Installed
                         Navigation Systems Declines

PR Newswire

WESTLAKE VILLAGE, Calif., Jan. 11, 2013

WESTLAKE VILLAGE, Calif., Jan. 11, 2013 /PRNewswire/ --Despite many
new-vehicle owners saying their
factory-installed navigation system is better than their previous system,
navigation system satisfaction has declined from 2011, as owners are
frustrated by the complexity of menu systems, voice control commands and
inputting destinations, according to the J.D. Power and Associates 2012 U.S.
Navigation Usage and Satisfaction Study^SM released today.

(Logo: http://photos.prnewswire.com/prnh/20050527/LAF028LOGO-a)

Now in its 14th year, the study identifies six factors that contribute to
overall satisfaction with factory-installed navigation systems. In order of
importance, they are ease of use; routing; navigation display screen; speed of
system; voice directions; and voice activation. The study also measures
quality by examining problems per 100 (PP100) vehicles, in which a lower score
reflects higher quality.

On average, satisfaction with navigation systems is 681 (on a 1,000-point
scale), a 13-point decrease from 694 in 2011. Satisfaction declines in all
factors, most notably in ease of use (637), which declines by 25 points year
over year. 

As smartphones become more sophisticated in the functions they can perform,
more owners are using them for navigation. In the 2012 study, 47 percent of
vehicle owners indicate they use a downloaded app on their smartphone for
navigation in their vehicle, compared with 37 percent in 2011. Notably, 46
percent of owners indicate they "definitely would not" or "probably would not"
repurchase a factory-installed navigation system if their smartphone
navigation could be displayed on a central screen in their vehicle.

"Manufacturers of navigation systems face a serious challenge as smartphone
navigation usage continues to rise and gains preference among vehicle owners,"
said Mike VanNieuwkuyk, executive director of global automotive at J.D. Power
and Associates. "Free apps, up-to-date maps and a familiar interface allow for
quicker routing and improved interaction, including better voice recognition.
Manufacturers have a window of opportunity to either improve upon the current
navigation system platforms or focus on new ways to integrate smartphones."

The study finds that input and selection controls account for six of the top
10 most frequent problems owners experience with their factory-installed
navigation system. The remaining four problems are the inability to read the
text due to size or location; the map not showing enough street names; the
system was slow to boot/connect; and the screen lighting not working properly.

"As more than one-half of the top problems relate directly to inputting
information and interacting with the navigation system, there is a clear need
for manufacturers to improve upon the interaction between the user and the
navigation system," said VanNieuwkuyk.

Another key study finding is the level of interest in voice activation, as 67
percent of owners without voice activation in their vehicle indicate they
would want it in their next navigation system, and 80 percent of those with
voice activation say they would want it again in their next system. While this
is a highly sought-after feature, voice activation satisfaction is 544, the
lowest factor score in the study—93 points below the factor with the second
lowest score, ease of use. In addition, difficulty using voice activation
controls is the third-most-frequently reported problem in the study at 27.8
PP100.

"Smartphones and natural voice recognition have raised owner expectations
among all vehicle segments, and manufacturers are not yet meeting these
demands," said VanNieuwkuyk.

Satisfaction with the basic functions of factory-installed navigation systems,
such as map routing, declines less than all those measured in the study,
indicating they are performing as owners expect them to. However, satisfaction
with the ease of using the system—such as connectivity with smartphones, user
interface and integration with other media devices in the vehicle—declines
more than the other functions measured.

"We're seeing a demand from owners for connectivity with not only other
in-vehicle systems, but also their own equipment and smartphone. Navigation
systems are no longer viewed as a stand-alone component, but as part of a
media, safety and infotainment package, and are expected to seamlessly work
together, but in many cases are falling short of owner expectations."

Among vehicle models with a factory-installed navigation system that perform
particularly well are the Garmin-supplied Chrysler 300 Series and Dodge
Charger and the Harman-supplied Porsche Cayenne. The Garmin systems in both
the Chrysler 300 Series and the Dodge Charger perform well in all factors,
particularly in ease of use. The Harman system in the Porsche Cayenne also
performs well in all factors, particularly voice activation.

The 2012 U.S. Navigation Usage and Satisfaction Study is based on responses
from 20,704 owners who recently purchased or leased a new 2012 model-year
vehicle with a factory-installed navigation system. The study was fielded in
October and November 2012.

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a
global marketing information services company providing forecasting,
performance improvement, social media and customer satisfaction insights and
solutions. The company's quality and satisfaction measurements are based on
responses from millions of consumers annually. For more information on car
reviews and ratings, car insurance, health insurance, cell phone ratings, and
more, please visit JDPower.com.J.D. Power and Associates is a business unit
of The McGraw-Hill Companies.

About The McGraw-Hill Companies
The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education
company, signed an agreement to sell its McGraw-Hill Education business to
investment funds affiliated with Apollo Global Management, LLC in November
2012. Following the sale closing, expected in early 2013, the Company will be
renamed McGraw Hill Financial (subject to shareholder approval) and will be a
powerhouse in benchmarks, content and analytics for the global capital and
commodity markets. The Company's leading brands will include: Standard &
Poor's, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, J.D. Power and
Associates, McGraw-Hill Construction and Aviation Week. The Company will have
approximately 17,000 employees in more than 30 countries. Additional
information is available at www.mcgraw-hill.com.

J.D. Power and Associates Media Relations Contacts:

John Tews; Troy, Mich.; (248) 312-4119; media.relations@jdpa.com

Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103;
media.relations@jdpa.com

No advertising or other promotional use can be made of the information in this
release without the express prior written consent of J.D. Power and
Associates. www.jdpower.com/corporate

SOURCE J.D. Power and Associates

Website: http://www.jdpower.com
 
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